本文關(guān)鍵詞：北京市非標準住宿產(chǎn)品滿意度研究　出處：《北京交通大學》2017年碩士論文　論文類型：學位論文

  更多相關(guān)文章： 非標準住宿 滿意度 用戶評論挖掘 顧客評論

【摘要】：Airbnb作為共享經(jīng)濟下非標準住宿的開山鼻祖,目前市值已經(jīng)達到255億美元,不僅自身發(fā)展迅速,更為我國的創(chuàng)業(yè)者開辟了非標準住宿的道路。2015年,國務(wù)院頒發(fā)的相關(guān)意見提到要積極發(fā)展客棧民宿、短租公寓和長租公寓。有了政策的支持,非標準住宿在國內(nèi)的發(fā)展日趨火爆。盡管非標準住宿市場前景看好,但目前的非標準住宿產(chǎn)品也存在著一定的問題,如個性化本是非標準住宿產(chǎn)品的靈魂,但產(chǎn)品與服務(wù)趨同現(xiàn)象已經(jīng)在悄然蔓延,與此同時,過度與不當?shù)脑O(shè)計違反了住宿服務(wù)的基本規(guī)律,反而會降低客人的體驗感等,這些都嚴重影響對非標準住宿產(chǎn)品的滿意程度。而隨著互聯(lián)網(wǎng)在我國日新月異的發(fā)展,旅游企業(yè)早已融入到了互聯(lián)網(wǎng)大潮中,無時不在的客戶評價,既是客戶需求的真實反映,更是企業(yè)改革的方向,當企業(yè)將客戶的評價融入到企業(yè)的發(fā)展、內(nèi)部的變革和效益的增長時,它將會在市場經(jīng)濟的作用下獲得豐厚的回報。而本文針對非標準住宿產(chǎn)品的滿意度研究就可以幫助旅游企業(yè)找到客戶對于住宿產(chǎn)品滿意或者不滿意的內(nèi)容,以便于企業(yè)有針對性地改善產(chǎn)品與服務(wù),做到精準網(wǎng)絡(luò)營銷,提高顧客滿意度,增強顧客忠誠度和增強口碑效應(yīng)。本文通過對利用網(wǎng)絡(luò)爬蟲技術(shù)抓取攜程網(wǎng)上北京市的所有非標準住宿產(chǎn)品的評論,借助軟件ROSTCM6及一定的編程及人工處理將通過網(wǎng)絡(luò)爬蟲技術(shù)抓取的用戶評論進行分詞等并構(gòu)建出了本文的關(guān)鍵詞詞庫,并基于此,構(gòu)建了非標準住宿產(chǎn)品滿意度評價指標體系,并通過關(guān)鍵詞賦分、指標權(quán)重分配等將文本評論進行量化處理,根據(jù)設(shè)計的算法計算出非標準住宿產(chǎn)品各評價指標、維度以及整體的滿意度得分。通過計算數(shù)據(jù)可知,北京市的非標準住宿產(chǎn)品顧客滿意度整體偏低,顧客尤其是對非標準住宿產(chǎn)品的設(shè)施不滿意,并且對服務(wù)的滿意度較低。本文最后利用雷達圖分析法對計算出的數(shù)值進行分析,同時借助UCNET軟件對代表性指標進行了網(wǎng)絡(luò)中心度分析,找出了影響北京市非標準住宿產(chǎn)品顧客滿意度的因素如配套設(shè)施、客房服務(wù)、衛(wèi)生等,并據(jù)此提出了相應(yīng)的改善建議如制定相關(guān)行業(yè)規(guī)范、相關(guān)企業(yè)注重個性化服務(wù)以及加強基礎(chǔ)設(shè)施建設(shè)等,以期幫助非標準住宿企業(yè)提高顧客滿意度。本文的創(chuàng)新點在于通過設(shè)計用戶評論挖掘系統(tǒng)框架,將游客評論進行量化,并對相應(yīng)數(shù)據(jù)進行了處理,得出的結(jié)論更有說服力。
[Abstract]:Airbnb, the founder of non-standard accommodations in the shared economy, has reached $25.5 billion, not just by itself. In 2015, the relevant opinions issued by the State Council mentioned the need to actively develop hostel, short rental apartment and long rental apartment. Although the prospect of non-standard accommodation market is promising, there are some problems in the current non-standard accommodation products, such as individuation is the soul of non-standard accommodation products. But the convergence of products and services has spread quietly, at the same time, excessive and improper design violates the basic rules of accommodation services, but will reduce the experience of guests and so on. These have seriously affected the satisfaction of non-standard accommodation products. With the rapid development of the Internet in China, tourism enterprises have already been integrated into the Internet tide, customer evaluation at all times. It is not only the true reflection of customer demand, but also the direction of enterprise reform, when enterprises integrate customer evaluation into the development of enterprises, internal changes and growth of efficiency. It will be in the role of the market economy to obtain rich returns. And this study on the satisfaction of non-standard accommodation products can help tourism enterprises find customer satisfaction or dissatisfaction with the content of accommodation products. In order to facilitate the enterprise to improve the products and services, to achieve accurate network marketing, improve customer satisfaction. This paper reviews the use of web crawler technology to capture all non-standard accommodation products in Ctrip online in Beijing. With the help of software ROSTCM6 and certain programming and manual processing, the user comments grabbing through web crawler technology are segmented and the key word library of this paper is constructed, and based on this. A non-standard residential product satisfaction evaluation index system is constructed, and the text comments are quantified through keyword scoring, index weight distribution and so on. According to the algorithm designed to calculate the non-standard accommodation product evaluation indicators, dimensions and overall satisfaction score. Through the calculation of data, we can see that the customer satisfaction of non-standard accommodation products in Beijing is on the low side. Customers, especially the facilities of non-standard accommodation products are not satisfied, and the satisfaction of the service is low. Finally, this paper uses radar map analysis method to analyze the calculated values. At the same time, with the help of UCNET software, the network center degree of the representative indicators is analyzed, and the factors that affect the customer satisfaction of non-standard accommodation products in Beijing, such as supporting facilities, room service, sanitation and so on, are found out. Based on this, the author puts forward the corresponding improvement suggestions, such as formulating relevant industry norms, paying attention to individualized service and strengthening infrastructure construction, etc. In order to help non-standard residential enterprises to improve customer satisfaction. The innovation of this paper is to design the framework of user comment mining system to quantify the tourist comments and to deal with the corresponding data. The conclusions are more convincing.
【學位授予單位】：北京交通大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F719.2

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